English (United States)
Puerto Rico Aqueduct and Sewerage Authority, Commonwealth of Puerto Rico.
Thank you for visiting www.aqueductos.pr.gov, the electronic portal of the Puerto Rico Aqueduct and Sewerage Authority (hereinafter “PRASA”) and reading this notice regarding the rules of its use. These terms of use regulate access and use of the portal, including the content and services available to customers. However, access to and use of certain services, such as those that require payment, may be subject to particular terms of use, which are detailed in specific sections of this document.
By using the portal, you accept these terms of use, which will be effective immediately. PRASA reserves the right to terminate or suspend, at any time, for any reason and without prior notice or notification, the provision of portal services to any customer determined by the Portal Administrator to be (1) in violation of these rules or (2) pose a risk to the security of the portal.
PRASA reserves the right to replace or modify the content of the terms of use, so it is recommended that you consult them periodically. If you continue to use the portal services, PRASA assumes your acceptance of the amended terms of use. In addition, PRASA reserves the right to expand, limit or restrict the capacity, availability and operability of the contents and/or services of the portal.
In order to connect to our “My Account” section, you must expressly accept the terms of use in full. When you first access “My Account” you must mark the field indicating that you accept them before using the services. If these terms of use of the portal are modified, you must explicitly accept them again before continuing.
These terms of use, the content of the portal and the services offered through it are governed by the laws applicable in the Commonwealth of Puerto Rico. You agree to use this portal, and the services provided through it, in accordance with the Constitution of the Commonwealth of Puerto Rico, the applicable laws, these terms of use, the particular terms of use applicable to certain services and other notices, rules or regulations of use that are published periodically on this portal, as well as in accordance with morals and public order.
Below we will detail the obligations of the customer and PRASA that will govern the rules of use.
Customer obligations using portal services.
You guarantee that all the information and data you provide to facilitate the processing of electronic services is authentic, correct, genuine, and truthful. It is your responsibility to keep all of your information up to date at all times. You will be solely and completely responsible for all damages that may result from any false or incorrect representation made by you when using this portal. If you provide false, inaccurate or incomplete data, or the Portal Administrator has reasonable grounds to suspect such conduct, they may cancel your account and deny you access and use of the portal services.
You are responsible for protecting your username and password, and you are responsible for any use of this service under your username, password or IP address (a numerical address that identifies you, your service provider or your computer). You agree to close your account at the end of each session and to immediately report any loss or unauthorized access by third parties to your password or account number.
You agree to refrain from using this portal in any way or manner that could damage, disable or prevent the normal operation of the equipment or the documents and files stored on any PRASA computer equipment. Any user who attempts to tamper security or prevent the proper functioning of PRASA's computer systems may be subject to administrative and/or criminal penalties.
You agree not to use the portal to carry out activities contrary to the law, morals, good manners or public order for purposes or effects that are unlawful, prohibited or harmful to the rights and interests of third parties.
You agree not to alter the technical protection devices, electronic fingerprints, other protection instruments or the references to the Copyright or other data that identify the intellectual or industrial property rights of the portal.
It is your responsibility to report any irregularity, error or imprecision that you notice while using this service by email to the following address: micuenta@acueductospr.com.
PRASA obligations to customers who use its portal services:
PRASA is committed to providing high-quality services through the portal, within the particular circumstances of the cyber environment
PRASA is committed to complying with the Privacy Policy included in this document.
PRASA is committed to adopting reasonable security measures to safeguard information, and preserve the security and confidentiality of communications, minimizing the risks posed by the cyber environment. However, the caveat is made that Internet security measures are not invulnerable, the networks used on the Internet are not secure and any communication on this medium can be intercepted or modified by unauthorized persons. In addition, PRASA does not accept responsibility for security failures in operating areas beyond its exclusive control.
The PRASA may deny, withdraw, suspend and/or block at any time and without prior notice access to content or the provision of services to customers who fail to comply with these rules of use or the particular conditions that may be applicable.
PRASA will not collect personal information from users without their consent. However, to preserve the availability of the services that PRASA provides on the Internet, PRASA may monitor the use of the interconnection network, including those cases in which attempts are made to modify the content of the pages or attempt to damage the property used for these purposes. PRASA reserves the right to collect any information when illegal conduct is suspected in the use of the services it provides on the Internet.
Additionally, PRASA may collect statistical information relevant to “visits” to our pages for statistical purposes regarding:
The domain and address (IP Address) of your connection or access.
The type of browser and operating system that was used to view the pages.
The date and time of the visit.
The pages of the portal that were visited.
The external page that originated the visit.
PRASA may disclose both the statistical information collected through the use of the portal and the content of the email messages exchanged with users when the information is:
Required by any state or federal agency, by the Legislature of Puerto Rico or the United States Congress, or by any state or federal court that so requires it in accordance with its legal authority.
Considered to be in the public domain in accordance with Law No. 5 of December 8, 1955, as amended.
PRAAA aspires to offer services through this portal 24 hours a day, seven days a week, throughout the year. However, there is the possibility that sometimes it will not be possible to provide such continuous service, for reasons beyond our control or because the portal is subject to updates or maintenance operations that involve the suspension of access to or use of the portal. Therefore, PRASA does not guarantee the availability or continuity of the operation of the portal and the services provided through it. The effectiveness of the portal and the services for carrying out any specific activity or transaction is not guaranteed, nor is it guaranteed that users can effectively use the portal and the services, access the different web pages that form part of the portal or those from which services are provided.
PRASA does not guarantee the absence of viruses or other hidden elements in the content that may cause alterations or damage to your computer system (software and hardware) or to the electronic documents and files stored therein, and is not responsible for any damage they may cause. PRASA will not be responsible for system failures that result from force majeure. Nor will you be responsible for loss or damage (including damage or loss of data), lost profits, related to the use of the portal or its unavailability.
In addition, technical link devices, directories, and search engines can be offered through the portal that allow access to sites and web pages owned and/or managed by third parties, which does not imply any relationship between the portal, PRASA and the owner of the linked website. PRASA assumes no responsibility for the content or services that the customer can access through such third-party pages.
This portal contains information that is protected by intellectual property rights and moral copyright. PRASA has proprietary rights to all the content that appears on this portal, so such content is the intellectual property of PRASA, except where otherwise indicated. PRASA reserves all rights that exist or may exist to such content. The publication of such content on this portal does not constitute an assignment of rights to such content or a license to use such content without obtaining the prior consent of the respective public agency or corporation.
Below are the special conditions defined by the PRASA, which regulate the Internet payment service provided to customers registered on its portal (hereinafter, the Service).
The Service will be available exclusively to customers who have registered in the My Account section of the PRASA portal. The Service will allow the customer to make payments against the outstanding balance of the residential and/or business account (s) associated with them under their username. The customer may associate only residential and/or commercial service accounts with their username.
Due to restrictions beyond our control, it is not possible to register users using email accounts that end in aol.com.
All payments received through the portal on or before 3:00 p.m. will be reflected in your account balance on the second business day after the date the payment was made. However, if the payment transaction is made after 3:00 p.m., the payment will be reflected in your account balance on the third business day after the date the payment was made.
The customer may check the status of payment transactions through the My Account section of the portal, or by contacting the Customer Service Center at 787-620-2482 or 1-877-411-2482 (Free of charge) seven days a week from 6:00 a.m. to 11:00 p.m.
As long as the payment has not been applied to your account, it will be presented as “Payment in Transit”. Once the payment is reflected in your account balance, the transaction will be presented as an “Applied Payment”. The application of the payment to your account balance may be reversed if the PRASA receives notification that the payment method used by the customer did not have sufficient funds, or because of any other type of refusal reported by the financial institution that processes the payments.
If the customer wishes to file a complaint regarding a payment made on the PRASA portal, the customer must send an email to Pagos.Web@acueductospr.com containing the following information:
Account number (12 digits)
Name of the account holder
Account service address
Mailing address
Contact phone
Date you made the payment
Payment authorization number
Payment method used (ATH, Visa, MasterCard, American Express, ACH)
Payment amount
Claimed payment amount
. Description of the claim (credit refund, payment not applied, payment incorrectly applied)
With this information, PRASA will conduct the appropriate investigation and will notify the customer of the determination. Failure to provide all of the requested data may result in delays in the investigation by PRASA.
Any payment transaction received through our portal that is not honored or accredited by the banking institution where the customer has the bank account will be charged $15.00. This charge will be reflected in your account balance the day after the banking institution notifies the PRASA. In addition, water and/or sewage service may be suspended at any time.
PRASA is not responsible for payments made on the portal after the due date of the invoice, since the service may be or may be suspended at any time.
If water and/or sewer service is or has been suspended, we recommend that you use the Pay by Phone service, by calling 787-620-2482 or 1-877-411-2482 (Free of charge) seven days a week from 6:00 a.m. to 11:00 p.m., or by contacting the Customer Service Office that services your account.
Reconnecting a suspended service incurs a fee of $40.00. This charge will be reflected in your account when processing the reconnection of the service.
At its sole discretion, PRASA reserves the right to suspend the payment service on the portal to any customer. This suspension may respond to, but is not limited to, attempts to pay with underfunded accounts, dispute over credit card transactions, or fraudulent transactions.
Version v3 — January 19, 2016
